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Peak Retreats
Survey results from 09/10
®
Customer
Service
The amount of people
who rated each aspect of Peak Retreats’ service
as excellent has either risen slightly or stayed
constant, while the amount that thought they were
average or poor has decreased.
®
Brochure
request
The number of people
who thought this service was excellent has remained
constant at 63.9%. Overall 96.3% of clients were
satisfied with the service they received when
requesting a brochure.
®
Quote
request
Out of the 59.6% who
did send a quote request, 52.9% thought the service
they received was excellent. The number of
respondents who rated the quote requests as poor has
more than halved, from 1.8% in 2008/09 to just 0.6%
this winter. Overall 95.4% of clients were satisfied
with the service they received.
®
Booking
request
The amount who felt
the service they received was excellent has risen by
7.5% to 55.3% in 2009/10. Overall 95.4% of clients
were satisfied with the service they received when
sending a booking request.
®
Email
enquiry
As with the results
for booking requests, the amount of people who rated
the service as excellent has risen by 5.5% to 57.7%.
Overall 96.2% of clients were satisfied with the
service they received via email.
®
Telephone
enquiry
67.4% of respondents
felt the service they received over the telephone was
excellent. Overall 97.2% of clients were satisfied
with the service they received over the
telephone.
®
Booking
Process
The amount of people
that rated it as excellent has increased by 2.5% to
59.5% and good has risen by 0.7% to 36.1% in 2009/10.
Overall 95.6% of clients were satisfied with the
service they received during the booking
process.
®
Holiday
information received
Those rating it as
excellent rose slightly from 56.5% in 2008/09 to
57.1% in 2009/10, the amount rating it good stayed
pretty constant at 35.5% in 2009/10 (35.8% the year
before) and the number of clients who thought it was
average remained at 6.2%. Overall 92.6% of clients
were satisfied with the holiday information they
received.
®
Overall
arrangements
There is a slight
increase in the amount of people who feel the service
was excellent, from 56.7% in 2008/09 to 59.4% in
2009/10. Overall 95.7% of clients were satisfied with
the arrangements provided by Peak Retreats.
®
Overall
service
The amount of
clients who feel the service the received from Peak
Retreats was excellent has risen from 56.9% in
2008/09 to 60.6% in 2009/10. Overall 96.1% of clients
were satisfied with the service they received from
Peak Retreats.
®
The booking
process was straight forward
62.5% of clients
strongly agreed that Peak Retreats’ booking
process was straight forward and 34.8% of people
agreed.
®
Peak Retreats
staff were friendly and helpful
This year the
majority of people (70.5%) strongly agree that Peak
Retreats staff were friendly and helpful and 26.7%
agreed. Only 0.1% disagreed and strongly
disagreed.
®
Overall holiday
experience
Taking everything
into account we enjoyed the holiday
The result for this
question is very positive with 72% of clients
strongly agreeing with this. 25.1% of clients agreed
that they enjoyed their holiday.
®
We would holiday
with Peak Retreats again
This winter 67.5% of
clients strongly agreed that they would travel with
Peak Retreats again, an increase of 3.3% on last
year. 26% agreed with the statement (so 93.5% clearly
agreeing).
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